Asked by: Ben Coleman (Labour - Chelsea and Fulham)
Question to the Department for Work and Pensions:
To ask the Secretary of State for Work and Pensions, how reasonable adjustments are assessed and implemented for disabled claimants undergoing migration to Universal Credit.
Answered by Stephen Timms - Minister of State (Department for Work and Pensions)
The Department for Work and Pensions is committed to ensuring that the migration to Universal Credit works as smoothly as possible for all individuals, including those with disabilities. We recognise that some claimants may require additional support to make and maintain their claim, and we provide a range of reasonable adjustments and tailored support in line with the Equality Act 2010.
Migration notices are issued in the appropriate format to meet any accessibility needs recorded for the customer on the legacy benefit system, such as braille, large print, British Sign Language (BSL), or email. Once a Universal Credit claim is made, customers can update their accessibility preferences directly through their online account.
For those who require additional support, the Department offers an Enhanced Support Journey to ensure legacy benefits do not end before a UC claim is completed. This includes proactive contact and, where necessary, home visits. Alternative channels are also available for claimants unable to use the online service, including telephone claims, face-to-face support in Jobcentres, and Video Relay Services for BSL users. Broader support needs—such as cognitive impairments or safeguarding requirements—are recorded and made visible to Work Coaches, Case Managers, and Visiting Officers to ensure tailored assistance throughout the migration process.
We also fund the Help to Claim service, delivered by Citizens Advice and Citizens Advice Scotland, which provides independent, practical support from the point of application through to the first correct payment. Where a claimant cannot manage their own claim, they can give explicit consent for Universal Credit to speak with a third party or appoint an appointee to formally manage the claim.
These measures form part of our broader commitment to equality and inclusion, ensuring that no one is disadvantaged in accessing the support they are entitled to.
Asked by: Louise Haigh (Labour - Sheffield Heeley)
Question to the Department for Work and Pensions:
To ask the Secretary of State for Work and Pensions, how many applicants have reported difficulties communicating with Access to Work in each of the last five years; and what feedback mechanisms exist to improve user experience.
Answered by Stephen Timms - Minister of State (Department for Work and Pensions)
The Department does not hold data on the number of applicants who have reported communication difficulties with Access to Work over the past five years. However, we actively seek and collect user feedback through a range of channels designed to improve the customer experience, including:
In addition, we offer reasonable adjustments to ensure accessibility for all customers. These include communication by email, provision of information in alternative formats (such as large print or Braille), and other tailored support where required.
Asked by: Tom Tugendhat (Conservative - Tonbridge)
Question to the Department for Work and Pensions:
To ask the Secretary of State for Work and Pensions, what measures are in place to ensure that constituency casework can be resolved efficiently, including integration of ministerial databases, improved online access, and prompt communication of case updates.
Answered by Andrew Western - Parliamentary Under-Secretary (Department for Work and Pensions)
While not specified in the question, we have linked your query to the Child Maintenance Service (CMS), as you have raised other questions today on this topic.
In 2020–21, DWP, introduced a single-tier complaints model to ensure that the process for raising complaints is simple and consistent for customers, including where contact is received from Members of Parliament on behalf of constituents. This model returned complaints handling back to specialist teams within service delivery, enabling the Department to strengthen capability and improve the quality of complaint responses. It also introduced a single software solution for managing complaints and correspondence across DWP.
To embed consistency, we have implemented a Complaints Quality Standards Framework, supported by quality assurance measures, and aligned to the Cross Government Complaints Standards. Under our service standard, when a customer makes a complaint, whether directly or via an MP, the Department aims to provide a response within 15 working days or advise when they can expect a response, if the matter is complex and will take longer.
MPs and their office staff can contact the CMS via dedicated routes, in writing or by phone. The CMS MP hotline is staffed by Complaint Resolution Managers, who aim to provide an on the call response to enquiries where possible or will arrange a call back in more complex cases.
The CMS is committed to delivering a modern, efficient service that meets the needs of all customers. We are focusing on digital solutions and self-service to provide greater choice and flexibility to its customers. We have Increased use of SMS text and email and simplified letters for clarity. Online service 'My Child Maintenance Case' (MCMC) allows parents to access their case information 24/7. We have Introduced online messaging for certain processes, allowing customers to respond to information requests at their convenience, with plans for further expansion. Promoting self-service frees up resources for complex phone queries and vulnerable customers. Improved call routing ensures more calls go directly to case-owning teams for a faster, more responsive service.
Asked by: Kate Osamor (Labour (Co-op) - Edmonton and Winchmore Hill)
Question to the Department for Work and Pensions:
To ask the Secretary of State for Work and Pensions, what steps he is taking to increase take up of Pension Credit in Edmonton and Winchmore Hill constituency.
Answered by Torsten Bell - Parliamentary Secretary (HM Treasury)
The Government is committed to ensuring that all pensioners receive the support to which they are entitled. That is why we have been running the biggest ever Pension Credit take-up campaign, promoting Pension Credit to eligible pensioners and their family and friends through adverts on television and radio; on social media and on digital screens in GP surgeries and Post Offices, as well as in the press. The latest burst of the campaign began in September, and further promotional activity is planned until the end of the financial year.
We have also engaged with all councils in Great Britain, including Enfield Council, through regular Local Authority Welfare Direct bulletins on GOV.UK and targeted email communications. Councils have actively supported the campaign by promoting it on social media and distributing promotional materials, including posters and leaflets.
We are making better use of data to directly target potentially eligible households. Since February, all new Housing Benefit claimants who may be eligible have been invited to apply for Pension Credit. In September, the Department conducted a trial in partnership with Age UK and Independent Age targeting 2,000 households in England identified using HMRC and DWP data.
Asked by: Sarah Hall (Labour (Co-op) - Warrington South)
Question to the Department for Work and Pensions:
To ask the Secretary of State for Work and Pensions, what steps he is taking to improve the migration process for claimants transitioning from income-related Employment and Support Allowance to Universal Credit; and what measures are in place to ensure that vulnerable individuals are adequately supported during this transition.
Answered by Stephen Timms - Minister of State (Department for Work and Pensions)
The Department for Work and Pensions (DWP) reviews and amends its approach for migration to Universal Credit based on lessons learned from earlier migrations (Tax Credits, Income Support) and continues to refine support strategies for customers.
We recognise that many claimants making this transition have complex health conditions and additional needs, which can make the process particularly challenging. DWP is committed to ensuring that these individuals receive the support they need.
We have dedicated support mechanisms in place for customers with vulnerabilities. This includes clear communication, accessible guidance and personalised assistance where needed.
The Migration Notice itself signposts to our helpline, gov.uk website and ‘Help to Claim’, a service provided by Citizens Advice Bureau. Contact via these routes allows further support to be provided, based on individual need from the outset.
All Employment and Support Allowance (ESA) customers who have not made their claim to Universal Credit within two weeks of the deadline of their migration notice will automatically enter the Enhanced Support journey. This journey provides tailored and flexible assistance, including phone calls and home visits, to support the migration process.
We recognise that the digital nature of Universal Credit can pose significant challenges for claimants with learning disabilities, dyslexia, or limited digital literacy. To address this, we offer alternative access routes, including telephone support and face-to-face appointments, which can be arranged upon request. Additionally, Universal Credit statements and letters are written and formatted in plain English and undergo rigorous content design testing to ensure clarity and accessibility. DWP is regularly reviewing its correspondence templates to ensure that responses are concise, clear and free from unnecessary technical language while maintaining transparency and accuracy.
Furthermore, Jobcentre staff are trained to discuss complex needs and vulnerabilities. There is a facility in the Universal Credit account to record these, along with any agreed reasonable adjustments. Customers can request email communications, home visits, or support from an authorised representative (family member, friend, or adviser).
In addition to this, we also offer:
DWP continues to review and iterate our services to optimise our services and any further feedback is welcomed.
Asked by: Martin Wrigley (Liberal Democrat - Newton Abbot)
Question to the Department for Work and Pensions:
To ask the Secretary of State for Work and Pensions, what steps he is taking to reduce waiting times for MP caseworker teams contacting his Department's correspondence email address.
Answered by Andrew Western - Parliamentary Under-Secretary (Department for Work and Pensions)
The Department treats correspondence from Members of Parliament as a high priority. We are committed to improving response times and have taken steps to enhance the timeliness of replies to MP emails sent to the Department’s correspondence address.
Over the past six months, we have seen a significant increase in the volume of correspondence. To address this, the Ministerial Correspondence Team is deploying additional resource, streamlining processes and improving systems.
Asked by: James Naish (Labour - Rushcliffe)
Question to the Department for Work and Pensions:
To ask the Secretary of State for Work and Pensions, what steps his Department is taking to help reduce Child Maintenance Service (a) response and (b) decision times.
Answered by Andrew Western - Parliamentary Under-Secretary (Department for Work and Pensions)
The Child Maintenance Service (CMS) has made significant strides through its Service Modernisation and Digital Transformation Programmes, improving response times and expanding online services for separated parents. It has optimised digital channels and self-service options, reducing caseworker involvement in many processes and speeding up outcomes for customers. Staff support has also improved through upgraded training and operational guidance. Communication with customers is quicker and clearer thanks to greater use of SMS, email, and simplified letters.
As the demand for the service continues to grow, CMS is actively reviewing resources and recruiting to meet future needs. It regularly gathers feedback through the Customer Experience Survey and uses this insight to identify areas for improvement. Its focus remains on delivering efficient, accessible services while continuing to review, evaluate, and enhance tools, processes, and customer experience as part of the ongoing Service Modernisation Programme.
Asked by: Callum Anderson (Labour - Buckingham and Bletchley)
Question to the Department for Work and Pensions:
To ask the Secretary of State for Work and Pensions, what data his Department holds on local authority engagement with Pension Credit take-up campaigns.
Answered by Torsten Bell - Parliamentary Secretary (HM Treasury)
The Department regularly engages with all councils in Great Britain through the Local Authority Welfare Direct e-bulletins on GOV.UK, email communications to our local authority contact list, and through wider outreach work through partnership managers covering national Jobcentre Plus districts. DWP Communications keeps a log of the extensive support for the campaign offered by Local Authorities across Great Britain, which helps the Department to focus promotional efforts. Following our calls for support for the annual Pension Credit Week of Action in 2024, and in October this year, at least 200 councils across Great Britain have actively supported our awareness campaign through social media promotion and/or in-person/on-site distribution of our promotional materials, including posters and leaflets.
Asked by: Ben Coleman (Labour - Chelsea and Fulham)
Question to the Department for Work and Pensions:
To ask the Secretary of State for Work and Pensions, what assessment he has made of the adequacy of the accessibility of the Access to Work application process for people with (a) learning disabilities, (b) mental health conditions and (c) neurodivergent needs; and what steps his Department is taking to simplify the process.
Answered by Stephen Timms - Minister of State (Department for Work and Pensions)
As part of the application process for Access to Work, we encourage individuals to provide as much information about their circumstances as possible, to help us understand how best to offer support which is tailored to their needs.
There is a variety of accessible contact methods which customers can utilise when making applications. These include telephone, textphone, Video Relay Service and email as a reasonable adjustment. Where a customer would like to use email to contact the department as a reasonable adjustment, they should let the Access to Work team know so the Case Manager can follow the appropriate procedure to ensure we can try to accommodate the request. Details can be found at Access to Work: factsheet for customers - GOV.UK
We will be reviewing all aspects of the Scheme now that the consultation has closed.
Asked by: Al Pinkerton (Liberal Democrat - Surrey Heath)
Question to the Department for Work and Pensions:
To ask the Secretary of State for Work and Pensions, what steps his Department is taking to ensure that the (a) application and (b) appeal processes for disability benefits are accessible to (i) blind and (ii) visually impaired people in Surrey Heath constituency.
Answered by Stephen Timms - Minister of State (Department for Work and Pensions)
The (a) initial new claims application process for disability benefits is either paper or telephony based. A range of alternative formats are available for paper-based correspondence and is therefore accessible to blind and visually impaired customers. Customers can also progress their claims digitally, however, customers who are blind or visually impaired would need appropriate software to do so. If not, paper-based correspondence supported with alternative formats is available.
In respect of (b) His Majesty’s Courts and Tribunals Service (HMCTS) has a legal obligation under the Equality Act 2010 to provide reasonable adjustments for users with specific accessibility needs and to give equal access to our information. Users may ask for HMCTS leaflets, blank forms, and any documents relating to their case in an alternative format. Everyone has individual needs which we would discuss to meet their requirements.
There are many different types of alternative formats. The more common types requested by users are:
• audio translation
• braille
• coloured paper
• documents sent by email in a specific format, to be viewed using assistive technology
• easy read
• font type
• large print / font size